Taking Care of Contact Center Business

Taking Care of Contact Center Business

The expression “taking care of business” is defined by Merriam-Webster as “to do what needs to be done.” This is a more elegant definition...
Ensuring Agent Performance and Engagement

Ensuring Agent Performance and Engagement

“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to...
Providing Resiliency During Challenging Times

Providing Resiliency During Challenging Times

During the first quarter of 2020, I recall when COVID-19 started appearing more prominent in the U.S. we as a call center weren’t sure...
Going Home: For Good?

Going Home: For Good?

In today’s business environment people matter. Customers rightly want the option of speaking to live agents. Automated self-service alone, even with sophisticated tools like...
Delivering a Consistent and Human Customer Care Experience

Delivering a Consistent and Human Customer Care Experience

Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. That...
Ch-Ch-Changes

Ch-Ch-Changes

David Bowie was a British singer/songwriter and actor, and one of the most influential musicians of the 20th century. Most fans and music critics...
Silver Linings: How the Pandemic Fueled Positive Changes to Customer Experience

Silver Linings: How the Pandemic Fueled Positive Changes to Customer Experience

Earlier this year, Boston University published an essay collection entitled, “What if Real Change—for a Better World—Came from the Pandemic?” It’s a bold question...
Contact Center Absenteeism: More Flexibility Is the Cure

Contact Center Absenteeism: More Flexibility Is the Cure

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating human resources and operations staff members specifically to...
Why Customer Experience Matters

Why Customer Experience Matters

When agents realize their impact on CX, they can deliver better outcomes for everyone. Yes, they’re customer service professionals, but do your agents really know...
Customer-Centric Self-Service

Customer-Centric Self-Service

The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to...
The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a...
Moving Forward: What Will 2022 Bring for Contact Centers?

Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power...
7 Ideas to Build Engagement with Work-From-Home Agents

7 Ideas to Build Engagement with Work-From-Home Agents

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one...
26 Ideas for Engaging Your Contact Center Team

26 Ideas for Engaging Your Contact Center Team

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long....
Why Self-Service Needs a Human Touch

Why Self-Service Needs a Human Touch

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer...
Happy Holidays from Contact Center Pipeline

Happy Holidays!

Wishing all of our readers a safe and happy holiday season, and warm wishes for the New Year!
Reflections of a Contact Center Leader

Reflections of a Contact Center Leader

Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have...